Commander Coordinator

Job description

### **Company Introduction:** [Airspace](http://airspace.com) is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. Airspace has been rated one of [America’s best Startup Employers](https://www.forbes.com/lists/americas-best-startup-employers/?sh=430441b22ad7) and listed as one of [CNBC’s Disruptor 50](https://www.cnbc.com/2022/05/17/airspace-disruptor-50.html) companies. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has [raised more than $140m.](https://www.cnbc.com/2022/05/25/early-tesla-investor-leads-70-million-investment-in-airspace.html) The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. ### **Own Driver Engagement in Your Region** The Commander Coordinator is the person who makes sure Airspace’s driver network in a region runs well day to day. Where the Regional Network Manager owns the complete supply picture for the region — strategy, agent partners, and escalation — the Commander Coordinator owns the direct, ongoing relationship with every Commander and Copilot driver in that region: keeping Tier 1 drivers engaged, Tier 2 drivers progressing, and Tier 3 drivers identified and resolved before they affect service. This is a support role to the Regional Network Manager, not a standalone strategy seat. You are the direct line to drivers — the person they know, trust, and call — and the person your Regional NM depends on to know the true state of the driver pool in the region at any given time. Like agent support, driver support is a tiered model — attention scales with where a driver sits in the network rather than spreading evenly across the whole population. Tier 1 drivers get high-touch, relationship-driven attention. Tier 2 gets consistent, standard engagement and onboarding support. Tier 3 gets focused attention aimed at surfacing issues early and, once authorized, executing deactivation cleanly. Getting that allocation right is the core judgment call in this role. ### ### **What You’ll Do** **Tier 1 Drivers (High performers)** - Provide high-touch support to Tier 1 Commander and Copilot drivers, including regular check-ins to maintain engagement, address concerns, and reinforce performance standards - Serve as the primary point of contact for Tier 1 drivers in your region **Tier 2 Drivers (General population & new drivers)** - Support the general driver population and new drivers through onboarding, ramp guidance, and routine engagement — helping drivers build familiarity with Airspace standards and expectations early - Monitor Tier 2 performance through automated reporting, flagging drivers trending toward Tier 3 before issues escalate **Tier 3 Drivers (Performance and conduct — managed out)** - Identify and surface Tier 3 drivers — those whose behavior, reliability, or conduct warrants removal from the network — using automated reporting and case data - Execute deactivation motions once authorized by the Regional Network Manager, managing the workflow through Salesforce case management **General** - Manage the driver case queue in Salesforce, triaging and routing escalations and maintaining accurate records for your region - Partner with the Network Trainer to ensure onboarding and ongoing training content is being actioned by drivers in your region, flagging completion gaps by tier - Support your Regional Network Manager with regional context and data, escalating issues with enough detail to enable a fast decision **Partner Across the Network Organization** - Work closely with your Regional Network Manager, who owns the complete supply picture for the region and is your escalation point for anything that exceeds your authority - Partner with the Driver Recruiter to support onboarding as new drivers activate in your region - Rely on automated performance reporting — built and maintained by the Lead, US Network Strategy & Operations — to monitor driver tiers, flagging anomalies or field-level context back through your Regional NM - Coordinate with Network Quality & Compliance on documentation standards during periodic audits ### **Requirements** - At least 1-3+ years of experience in driver or contractor engagement, dispatch, account management, or another customer/partner-facing operational role — experience in logistics, transportation, or a gig/contractor network environment is strongly preferred - Comfortable managing a caseload of drivers with different needs across tiers — high-touch relationship management for top performers, consistent standard engagement for the general population, and clear, unemotional documentation for drivers being managed out - Strong documentation habits; comfortable owning a case queue in Salesforce or a comparable CRM - Clear, empathetic communicator, comfortable delivering both positive engagement and difficult feedback - Based within, or willing to be based within, your assigned region (Central Time or Mountain Time preferred); comfortable with regular local travel to meet drivers in person - Bachelor’s degree in a related field, or equivalent practical experience ### **Success Metrics** **2026** Tier 1 drivers in your region are engaged and retained at a high rate. Tier 2 drivers, including new drivers, are onboarding smoothly and building familiarity with Airspace standards. Tier 3 drivers are identified early and resolved through a clean, well-documented process once authorized. The case queue is current with no aging escalations, and your Regional NM has clear, timely visibility into the state of the driver pool. **2027** Your region shows measurable improvement in Tier 1 share of active drivers and in driver retention. Onboarding-to-first-segment time for new drivers is trending down. Your Regional NM relies on your judgment on escalations without needing to double-check the underlying work. ### **Your First 90 Days** Get to know the drivers in your region — who they are, where they sit in the tier structure, and what’s currently open in the case queue. Build a working relationship with your Regional Network Manager and establish a clear operating cadence together. Learn the automated reporting tools well enough to trust what they’re telling you and to know when field context should override them. ### **Your First 180 Days** Your regional driver engagement cadence is running consistently across all three tiers. The case queue is clean and current. Your Regional NM sees you as a reliable source of ground truth on the driver pool, and new drivers activating in your region are onboarding smoothly with your support. ### **Compensation** - Hourly pay range: $22-$26/hr - High-quality health, dental, and vision plan options - Open PTO - 401K with company match ### **Core Values:** - **We are One Team**. We believe we all accomplish more when we are working together. - **We make an Impact**. We are determined to have a positive influence on our environment, our customers, our industry, and our world. - **We are Passionate**. We care deeply about our mission and are not afraid to raise the bar. - **We are Transparent**. We pride ourselves on having open, honest, and sincere communication with our team and customers. - **We are Innovative**. We never settle and are always striving to improve our product, service, and ourselves. **Airspace is proud** to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations. **A friendly reminder:** Airspace will only contact candidates from an **@airspace.com** email, a no-reply notification from **no-reply@us.greenhouse-mail.io**, or a verified **LinkedIn profile.** We never request fees or sensitive personal/financial information during recruiting. If something seems suspicious or feels off, please reach out to us at [**recruiting@airspace.com**](mailto:recruiting@airspace.com) before responding. *For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.*